Customer Relations Coordinator

• Fully remote working
• 6 month Fixed Term Contract
• Job Type: Full-time (Monday - Friday)
• Salary: £35,000 per annum + £3715 car allowance

One of the largest social housing providers is looking for a Customer Relations Coordinator to join our Customer Experience Department. This role is pivotal in forging positive and constructive relationships with stakeholders, mitigating reputational risk, and resolving complex customer complaints. The successful candidate will support our leadership groups to respond to stakeholder enquiries and collaborate with our Corporate Communications Team when necessary.

The role exists to manage and ensure high quality responses to all stakeholder enquiries. This amounts to around 500 MP and councillor enquiries per annum.

Day to Day of the Role:

• Lead reporting on stakeholder enquiries and introduce KPIs to monitor and improve performance.
• Conduct thorough investigations with service areas to understand and resolve complex complaints raised by stakeholders.
• Provide advice to the Senior Leadership Team to manage complex cases effectively and minimise reputational risk.
• Write high-quality responses and updates about complex cases for stakeholders, including Members of Parliament and Councillors.
• Implement a quality framework for stakeholder responses, supporting Customer Partners to manage complex cases and deliver well-written responses.
• Provide training to the Senior Leadership Team and Customer Partners on effective communication with stakeholders.
• Build strong relationships with customers to de-escalate complaints and support early resolution.
• Adhere to Complaint and Stakeholder timeframes, policies, and procedures.
• Support Corporate Communications with case updates for strategic political engagement, media responses, and stakeholder strategies.
• Undertake any other duties commensurate with the role.

Required Skills & Qualifications:

• Excellent communication and written skills, with the ability to convey complex information clearly.
• Proven problem-solving skills and the ability to quickly find constructive resolutions to complex complaints.
• Significant experience in reputation management and responding to stakeholder enquiries.
• Solid understanding of GDPR when handling customer data
• A passion for social housing and an interest in operational issues from repairs to managing anti-social behaviour.
• Experience working with Senior Leaders and drafting communications on their behalf.
• Ability to work in a fast-paced environment and manage competing deadlines.
• Strong relationship-building skills, including with service area leads.
• Commitment to customer service excellence.
• Proficient IT skills and familiarity with Microsoft Office and CRM systems.
• Passionate about equality, diversity, and inclusion.

How to Apply:

If you are interested, or know of someone that might be interested in this opportunity, please submit your updated CV to Wendy at Reed.